This Progress Report outlines our impact for consumers in vulnerable situations since we published our Consumer Vulnerability Strategy in 2013. It covers our updated approach and work plan, including the work of our delivery arm, Ofgem E-Serve, on fuel poverty and vulnerability.

Highlights include our investigations into company practices, which have resulted in more than £100m in additional funds to support fuel poor and vulnerable consumers, our steps to ensure prepayment meter customers access financial support available and are not overcharged, and improvements to the Fuel Poverty Network Extension Scheme, which will see thousands more households off the gas network benefiting from more affordable fuel.

The report outlines our progress on our three priority areas – prepayment, inclusive markets, and services and non-gas households. Looking ahead, our upcoming work programme aims to ensure that all customers benefit from smart metering, that free services are available to any energy customer with additional safety, access or communication needs, and that prepayment meter customers and those in debt can switch more easily and are being treated fairly.